Integrating Quality, Quality in Use, Actual Usability and User Experience

1. CEE SEC’10Moscow Luis Olsina GIDIS_Web Engineering School Universidad Nacional de La Pampa General Pico, Argentina olsinal@ing.unlpam.edu.ar Philip Lew/Li Zhang School of Computer Engineering Beijing University of Aeronautics and Astronautics Beijing, China philiplew@gmail.com/lily@buaa.com.cn Agenda • Introduction / Related Work • 2Q2U Framework • Extending ISO EQ Model • Extending ISO QinU Model • Model Instantiation • SIQinU Improvement Strategy • Summary / Current Work Russian Federation Integrating Quality, Quality in Use, Actual Usability and User Experience

2. Introduction: What is Quality? Quality is not an absolute concept but rather a relative, multi-dimensional and contextual one Quality of a Sw Product(as per ISO/IEC) • The totality of characteristics of an entity that bears on its ability to satisfy stated or implied needs • The quality of a system is the degree to which the system satisfies the stated and implied needs of its various stakeholders.

3. Introduction: What is a Quality Model? Quality Model • Defined set of characteristics and the relationships between them which provide the basis for specifying quality requirements and evaluating quality

4. Introduction: Views of Quality Three Views of Sw. Quality (ISO 9126-1: 2001/25010:2009) • Internal Quality • It can be measured and evaluated by static attributes of documents such as specification of requirements, architecture, or design; pieces of source code, and so forth. • External Quality • It can be measured and evaluated by dynamic properties of the running code in a computer system, i.e. when the module or full application is executed in a computer or network simulating as close as possible the actual environment • Quality in Use • QinU is the degree to which a sw/Web application used by specific users meets their needs to achieve specific task goals with effectiveness, efficiency, flexibility, safety and satisfaction in specific contexts • It evaluates the degree of excellence,

5. Contributions Contributions of this research are: A proposed extension to ISO 25010 internal/external quality and quality in use models Proposed integrated and flexible framework 2Q2U (internal / externalQuality, Quality in use, actual Usability and User experience) for modeling software/WebApp quality requirements and particularly quality in use to relate the concepts of actual usability and user experience An instantiation, for illustration purposes, of the ISO 25010 quality in use model. The SIQinU strategy and process (Strategy for understanding and Improving Quality in Use in a non-intrusive way)

6. Related Work We have examined the related work with an eye for improvement opportunities ISO 9126-1 and 25010/25012 Information Quality related work (Strong et al., Olsina et al.) User Experience related work (Bevan , Hassenzahl, etc.) Learnability and usability related work (Nielsen, etc)

7. Data vs. Information Some slight difference in meaning between data and information concepts. • A piece of data is raw material; even though it can bear some degree of information. • Data come from attribute measurements, facts, formula calculations, etc. • basically they have categorical or numerical values, a scale type, and may also have an explicit procedure to produce or collect them. • Structured data sets are often represented in databases. • On the other hand, information has an added value over data. • That is, information is the meaningful interpretation of data for a given context, purpose, and user viewpoint.

8. Data vs. Information • Usually, a traditional software program is a mixture of functions and data. • Many web pages are content oriented, i.e. are intended to deliver information (usually unstructured semantically). For example: • A scientific article can be hyperlinked and posted as content Web pages. • A webpage component, e.g. a shopping cart, can edit an item quantity and recalculate prices (applying a function over data). However, also may show contextual information …

9. Examining ISO 25010/25012 ISO 25010 standard considers three views of quality Internal/External quality, and Quality in Use Learnabilitycategorized as an internal/external quality sub-characteristic under the operability characteristic. ISO 25012 considers data as an entity with a separate model and intended to be used in conjunction with ISO 25010. There is a need to integrate information quality as part of the overall quality of an application rather than as a separate entity Particularly for WebApps fully dependent on presenting information ... We propose to augment the ISO 25010 standard to include information quality as a characteristic of the internal/external quality models

10. Extending the ISO 25010 I/EQ Models Content quality (Infoquality): the degree to which the software/WebApp provides accurate, suitable, accessible and legally compliant information when used under specified conditions a) ISO 25010 internal/external quality modelb) adding information quality

11. Content Quality Sub-characteristics

12. Examining ISO 25010 QinU Model ISO 25010 quality in use model includes previous ISO 9126-1 quality in use characteristics while adding others. Learnability, an internal/external sub-characteristic of operability in ISO 25010 has not been moved to usability in use For fully functional complex WebApps, users have a relatively long learning curve when compared to a simple website Learnability in ISO 25010 as a product quality does not account for: Process of learning in real context of use Some researchers (including Bevan) have determined learnability to be linked directly with usability in use

13. Extending the ISO 25010 QinU Model a) ISO 25010 quality in use modelb) adding learnability in use

14. Examining User Experience (UX) ISO standard definition for User eXperience is still not available. Hassenzahl characterized user’s goals as: Pragmatic (do-goals) : refers to the product's perceived ability to support the task achievement and focuses on the product’s utility and usability in completing tasks, the ‘do-goals’ of the user. Hedonic (be-goals): product's ability to support the user’s achievement of ‘be-goals’, such as being happy, stimulated and satisfied. Real goal of the end user is fulfilling be-goals Be-goals are the driver of user experience Do-goals are not the end goal of the user Pragmatic quality has no value by itself, other than enabling accomplishment of be-goals. UX 14

15. Proposed 2Q2U framework and models Framework for modeling NFR for internal/external Quality, Quality in use, actual Usability and User experience (2Q2U) Extends the ISO 25010 standard – add 2 characteristics Information quality Learnability in use Add two new concepts, actual usability and UX, to which characteristics and sub-characteristics can be related in a flexible way : Actual Usability: degree to which specified users can achieve specified goals with effectiveness in use, efficiency in use, learnability in use, and accessibility in use in a specified context of use. Actual User Experience: degree to which specified users can achieve actual usability, safety, and satisfaction in use in a specified context of use.

16. Proposed 2Q2U modeling framework …

17. Instantiating 2Q2U • Actual usability is related to satisfying the do goals of the end user in completing real tasks • Not a prerequisite for actual UX, but has influence as one of its characteristics. • Satisfaction in use is part of actual UX rather than in actual usability. • Satisfaction in use and safety are in italic to denote their hedonic nature. • Safety is depicted as a hedonic characteristic of actual UX • Contributes to the user’s emotional needs for security and trust rather than just satisfying a do-goal.

18. QinU Model Instance: Requirement Tree

19. Overview of SIQinU Strategy for Understanding and Improving Quality in Usein a non-intrusive way

20. Summary and Current Work Provided reasoning and recommendations for adding information quality and learnability in use to extend the ISO 25010 standard. Characterized and described two new concepts, actual usability and actual user experience Relating them in the 2Q2U modeling framework The SIQinU strategy and process (Strategy for understanding and Improving Quality in Use in a non-intrusive way) A repeatable strategy and process for understanding and improving QinU in a non-intrusive way by inspecting also the external quality and improving the WebApp Using SIQinU we are currently performing a full case study for a Defect Tracking WebApp (JIRA)

21. Questions ? Questions? BUA, Beijing, China MSc. Philip Lew E-mail philiplew@gmail.com Dr. Li Zhang E-mail lily@buaa.com.cn UNLPam, La Pampa, Argentina Dr. Luis Olsina E-mail:olsinal@ing.unlpam.edu.ar

22. Authors References Lew P., Olsina L., Li Zhang; (2010) Quality, Quality in Use, Actual Usability and User Experience as Key Drivers for Web Application Evaluation, In: LNCS 6189, Springer, ICWE 2010, Vienne, Austria, pp. 218-232 Olsina, L; Papa, F.; Molina, H; 2008, How to Measure and Evaluate Web Applications in a Consistent Way, Chapter in Springer Book titled Web Engineering: Modelling and Implementing Web Applications, Rossi, Pastor, Schwabe, & Olsina Eds. Sassano, R.; Olsina L.; Mich, L. 2009, Modeling Content Quality for the Web 2.0 and follow-on Applications. Chapter XXI In: “Handbook of Research on Web 2.0, 3.0 and X.0: Technologies, Business, and Social Applications”, San Murugesan (Ed). IGI Global, Information Science Reference, pp. 371-386. ISBN: 978-1-60566-384-5